UMass Memorial Medical Center, the academic medical center hub of UMass Memorial Health Care, seeks a dynamic, contemporary, and accomplished leader to join the organization as Senior Vice President, Facilities & Support Services.
This key executive leadership position reports to the President, UMMMC and works closely with clinical, administrative and financial leadership to ensure the new Medical Center’s vision to deliver an exceptional patient experience characterized by world-class quality outcomes, zero harm and patient-centeredness is achieved. The position also has a direct reporting relationship to the UMMHC system CFO/EVP, particularly for the Strategic Space Planning and Construction Project Management team that supports this work across the healthcare system.
The SVP, Facilities & Support Services holds full strategic and operational responsibility for the annual achievement of assigned goals related to facilities, food service, environmental services, security, and environmental health & safety that enhance the Medical Center’s position as the preeminent healthcare provider in the region. The SVP is responsible for developing a data-driven, customer-focused business strategy and leading teams to effectively execute plans using LEAN, PI, and change management systems and tools to meet aggressive targets and continuously make improvements in patient safety, experience, operational efficiency, service, and workforce engagement.
This is an exciting time for a new SVP, Facilities and Support Services to be joining UMass Memorial Medical Center. With the leadership of Dr. Michael Gustafson, who joined UMMMC as President in September 2018, the organization has set a bold new vision to deliver an exceptional patient experience characterized by world-class quality outcomes, zero harm and patient-centeredness. A world-class facilities and support services function is essential to achieving that vision. Working collaboratively with clinical, administrative and financial leadership, the SVP, Facilities & Support Services provides strategic and operational oversight of several complex, mission-critical and highly regulated areas including facilities operations, capital planning, construction, security, food services, environment services, environmental health & safety. These functions cut across a large geographic area in and around greater Worcester on 3 main campuses – University, Memorial and Hahnemann as well as in several surrounding towns in Central MA. The SVP is also expected to effectively manage a sizable portfolio of vendors including overseeing a large shared service contract for facilities, security, parking for the University campus and environment health & safety for all sites at UMMMC with the University of Massachusetts Medical School. The SVP is a key member of the Medical Center’s executive leadership team and also provides input into strategy in relevant areas for the clinical system. The position also reports to the UMMHC system CFO/EVP, for System-wide Strategic Space planning and Capital Planning, as well as Construction Project Management and system-wide facilities and Support strategies.
Reports directly to: President, UMass Memorial Medical Center (UMMMC) and
Executive Vice President and Chief Financial Officer of UMass Memorial Health
Total employee count under the SVP, Facilities & Support Services: 516
Associate VP, Facilities Operations, Capital Planning and Management
Director of Strategic Space Planning
Director of Construction Project Management
Director of Facilities Maintenance (2)
Chief of Public Safety and Parking (2)
Senior Director of Contract Services
Director of Environmental Health & Safety
Senior Financial Analyst/Business Administrator
Other Key Relationships:
Senior Vice President, Patient Care Services & Chief Nursing Officer
Senior Vice President, Chief Financial Officer
Clinical Department Chairs and Division Chiefs
Other UMMMC clinical and administrative leadership including nursing, patient experience, patient safety & quality
AVP Real Estate, Facilities and facilities admin.
Selected UMass Medical School leadership (functional)
UMass Memorial Health Care leadership including finance, IS, legal, human resources & labor
Associate Vice President, Clinical Engineering
Facilities & Support Services leadership in other UMMHC entities
Regulatory Agencies including The Joint Commission and Department of Public Health
Local fire, police and public health and other related government and community officials
Responsible for leading property management, parking and transport services, security, environmental services, linen management, and safety affairs across UMMMC.
Leads shared services group in developing systems and approaches that enhance facility appearance, overall patient experience and satisfaction with the goal of elevating the patient care vision and UMMMC’s brand and brand perception.
Leads and executes strategic facilities planning and master planning for UMMMC and UMMHC coordinating with multiple stakeholders to maximize utilization of human resources and capital assets, enhance market appeal, improve healthcare outcomes, create a learning environment and foster clinical research productivity.
Oversight for the Strategic Space Planning & Construction Project Management office/function, which support these activities across the HC system.
Work with CFO to develop a system-based vision and strategy for better coordinating plant operations management and support services functions, across the many HC system campuses and entities.
Facilitates, leads, and drives discussions; develops, evaluates, and recommends options.
Accountable for achieving multi-year and annual objectives, implementing strategic objectives, and tracking progress on goals.
Participates in the development of UMMMC’s plans and programs as both a strategic and tactical partner—advising on the impact of long-range planning and regulatory action in the areas of responsibilities.
Directly / indirectly participates in multiple strategic alliance relationships focused on delivery of real estate portfolio management, facilities operations, project management, and property management services.
Acts as a resource, evaluating and providing interpretations and guidance concerning facility regulatory and development requirements, and effectiveness and utilization of existing facilities.
Makes recommendations and provides critical information to be used in the development of business models and financial analysis on space requirements, schedules, and budgetary cost for a wide range of facility improvements, relying on data and information while utilizing experience and best practices to make recommendations.
Provides leadership with respect to capital improvements and design. Educates and promotes quality designs that facilitate operations, enhance employee retention and recruitment, exceed patient and visitor needs, and reduce operating costs.
Develops off-site facilities including the evaluation of plans and resulting recommendations in context of implementation of UMMMC’s long-range plan for capital improvement and renovation and development of patient-centered facilities.
Leads Chiefs of Public Safety and Parking in initiatives to standardize safety procedures across the organization related to emergency preparedness, emergency response, active shooter drills, etc.
Evaluates contracted services to ensure the highest service levels are achieved and appropriate competitive bid processes are in place to ensure the highest value is delivered to UMMMC. Manages vendor relationships and leads vendor selection.
Continual improvement of the budgeting process for the Facilities and Support Services operations.
Clearly communicates to all levels within organization in a transparent, professional, and articulate manner.
Standard Management Level Responsibilities
Directs and supervises assigned personnel including performance evaluations, scheduling, orientation, and training. Makes recommendations on employee hires, transfers, promotions, salary changes, discipline, terminations, and similar actions. Resolves grievances and other personnel problems within position responsibilities.
Develops and recommends the budgets for the areas managed. Manages activities to assure financial goals are met.
Coordinates the assignment of tasks and helps resolve technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved.
Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation, advocates for team as appropriate, and fosters the effective integration of efforts with system-wide initiatives.
Encourages and supports diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, respect, tolerance, civility, and acceptance toward all employees, patients, and visitors.
Integrates diversity into departmental objectives, such as hiring, promotions, training, vendor selections, etc.
Participates in performance improvement initiatives and demonstrates the use of quality improvement in daily operations.
Ensures compliance with regulatory agencies such as Joint Commission, Department of Public Health, etc. Develops and maintains procedures necessary to meet regulatory requirements.
Ensures that department complies with hospital-established policies, quality assurance programs, safety, and infection control policies and procedures.
Ensures adequate equipment and supplies are accessible for department.
Develops and maintains established departmental policies, procedures, and objectives.
Ensures compliance to all health and safety regulations and requirements.
Maintains, regular, reliable, and predictable attendance.
Performs similar or related duties as required or directed.
Objectives for the First 12 to 18 Months
Unify and standardize systems, processes, and procedures across the organization related to facilities, safety, and environment of care leading to enhanced patient experience and satisfaction.
Establish strategic direction, long-term direction, and multi-year planning for all areas under responsibility.
Develop strong relationships with key leaders and facilities counterparts within the system.
Forge strong relationships with UMass Medical School leadership, end-users, and counterparts in facilities and shared services to enhance collaboration between organizations.
Enhance the system-wide planning, design, and construction process, including master planning, at a time when the organization is embarking upon multiple large-scale projects.
Assess and advise system leadership on appropriate investments in facility renewal to enhance the appearance and patient experience within constituent hospitals in order to continue to establish UMMHC and UMMMC as world-class facilities.
Assess and oversee daily operations through subordinate directors and managers to monitor performance metrics, identify operational issues and external challenges, and continuously adjust and improve processes to maintain efficiency.
Establish relationships with leaders of shared services to enhance efficiency and level of service related to parking, food service, housekeeping, and patient experience across the organization.
Assess, evaluate and structure facilities team as necessary to support initiatives to enhance the overall branding and reputation of the UMass Memorial System while elevating the patient care vision.
The Ideal Candidate – Education & Experience
Bachelor’s degree in engineering, architecture, or related field and Master’s degree in similar field or business administration is required.
Ten or more years of related management experience, or an equivalent combination of education and experience is required.
Nationally recognized expert in facilities with strong ties to industry organizations is preferred.
Strong master planning and understanding of capital design and construction programs is required.
Experience developing, implementing, and leading Lean, Six Sigma, and/or other process improvement methodologies is preferred.
Strong understanding of strategies and tactics to ensure highest and best use of facilities is required.
Experience leading a unionized workforce is preferred.
Extremely high safety orientation is required.
Abilities, Skills, and Other Characteristics
Strong communication skills with the ability to clearly articulate facilities concerns with all levels of the institution, including clinicians.
Approachable with a calm demeanor and ability to maintain composure during times of stress. Possesses the ability to professionally discuss complex issues with multiple professionals who have varying perspectives and objectives.
Collaborative leader who is able to develop relationships across the organization. Clear understanding of the chain of command and ability to work in an environment that requires an understanding of multiple stakeholders positions. Openness and flexibility in considering solutions and strategy development.
Strong detail orientation with a data-driven approach to strategic decisions. Excellent financial acumen and ability to understand complex budgets and contractual agreements.
High integrity, honesty, and willingness to lead by example.
Exceptional customer-service orientation with an understanding of high-end and high-touch service levels.
Maintains a mission-driven perspective when considering facilities initiatives. Ability to align facilities initiatives with enhancements to the patient experience and the patient care vision.
High energy level and responsiveness. Ability to work in a fast-paced environment with a passion for driving initiatives towards results.
Ability to understand the unique needs of the member organizations within a multiple-campus system and develop strategies tailored to the needs and requirements of each.
UMass Memorial Health Care, Inc. is the clinical partner of the University of Massachusetts Medical School and the largest health care system in Central and Western Massachusetts. It is a not-for-profit, integrated health care system designed to provide all levels of care, from primary to quaternary.
The hub of the clinical system is the UMass Memorial Medical Center (UMMMC), a major academic health center located on three campuses in Worcester. With 802 licensed beds, over 130,000 annual ED visits, and more than 1.2M outpatient visits, UMMMC has become the third-largest hospital in the Commonwealth of Massachusetts. UMass Memorial Health Care also delivers care through two member hospitals, HealthAlliance-Clinton and Marlborough, and an extensive ambulatory system that includes clinics, medical offices, and health centers across central Massachusetts.
UMass Memorial Health Care and UMMS collaborate in longstanding and nationally recognized academic and clinical affiliations with three federally funded Community Health Centers in Worcester and Fitchburg. UMass Memorial Health Care is also affiliated with eight other community hospitals in the region, all of which direct tertiary referrals to the Medical Center in Worcester. The Medical Center is the tertiary care referral center for Central and Western Massachusetts (population 1.2 million). The healthcare system has also developed an extensive array of innovative joint ventures, with robust clinical activities in urgent care, MRI imaging, clinical labs, ambulatory surgery, specialty pharmacy, and most recently a freestanding 120-bed inpatient psychiatry hospital.
UMass Memorial Health Care by the numbers:
1,703 physicians on active medical staff
3,166 registered nurses
12,178 total employees
553 residents and fellows
1,125 hospital beds
49,816 annual hospital discharges
222,846 emergency department visits
1,253,529 outpatient visits
10,922 inpatient surgeries
23,677 outpatient surgeries
$2.3B net patient service revenue
“Everyone, Everyday.” UMMHC team members use this expression to represent the spirit of their patient care mission and all employees who make it possible. At UMass Memorial Health Care, everyone is a caregiver. It’s why they do what they do. And it’s why saying UMMHC is the “best place to give care and the best place to get care” is more than a slogan. It’s the commitment every team member makes every day.
At UMass Memorial Health Care, we are committed to improving the health of the people in our diverse communities of Central New England through culturally sensitive excellence in clinical care, service, teaching, and research.
As one of the nation's most distinguished academic health care systems, UMass Memorial Health Care will provide leadership and innovation in seamless health care delivery, education and research, all of which are designed to provide exceptional value to our patients.
UMass Memorial Health Care values are represented by the acronym, CARES, which stands for:
Consistently excelling at patient-centered care
Acting with personal integrity and accountability
Respecting one another
Effecting change through teamwork and system thinking
Supporting our diverse communities
UMass Memorial Medical Center
UMass Memorial Medical Center (UMMMC) is a private, not-for-profit organization and the region's trusted academic medical center, committed to improving the health of the people of Central New England through excellence in clinical care, service, teaching, and research. UMass Memorial Medical Center is an 802-bed, $1.8B revenue-generating hospital with a full complement of primary through quaternary services provided on two acute care campuses (University and Memorial), and an ambulatory care campus (Hahnemann), all located within a few miles of each other in Worcester. The University campus is physically contiguous with the UMass Medical School. The University campus is the home base for Life Flight, New England’s first hospital-based air ambulance, as well as an EMS program operated by UMMMC for the towns of Worcester and Shrewsbury.
The Medical Center is the sole provider of many critical programs and clinical services in Central Massachusetts, including being the only level 1 Adult and Pediatric trauma center, Pediatric ICU, Level 3 Neonatal Intensive Care Unit, Comprehensive Cancer Center and Bone Marrow Transplant Program, kidney, liver and pancreas solid organ transplant program, Joint Commission certified centers for Comprehensive Stroke and Ventricular Assist Device (VAD) care. Other key programs include an integrated Heart and Vascular Center, offering the latest in minimally invasive treatments for atrial fibrillation and valve disease, and an internationally-recognized Center for Complex Aortic Disease, the Children’s Medical Center, a rapidly expanding Eye Center, and Spine, Joint, and Sports Medicine programs.
UMass Memorial Medical Group
The UMass Memorial Medical Group is a large, integrated multispecialty group medical practice providing primary care and specialty care at locations throughout Worcester and Central Massachusetts. The Medical Group is a private, non-profit, tax-exempt organization that employs 1,100 physicians, 270 affiliate practitioners, and 1,000 support staff. It is comprised of 19 business units, 18 academic departments, and a community division, which consists of 175 physicians, 10 affiliate practitioners, and 500 support staff. Each year their providers deliver 1.6 million visits, at more than 80 office-based practice sites, five community health centers, three rehab facilities, Community Healthlink, 12 hospitals, and more than 25 nursing homes.
University of Massachusetts Medical School
The academic partner of the UMass Memorial Health Care System, the Commonwealth of Massachusetts' first and only public medical school, the University of Massachusetts Medical School was founded in 1962 to provide affordable, high-quality medical education to state residents and to increase the number of primary care physicians practicing in underserved areas of the state. More than 40 years later, UMMS retains the pioneering spirit that attracted its founding faculty and students, even as it has matured to become one of the nation's top 50 medical schools.
The University of Massachusetts Medical School (UMMS) is consistently ranked “top ten” of the nation’s 129 medical schools for excellence in primary care education by Weekly News magazine U.S. News & World Report in its annual review “America’s Best Graduate Schools.”
Beyond its core mission of distinction in medical education, the past decade has seen UMMS explode onto the national scene as a major center for research. The institution also ranks near the top among public medical schools in the Northeast in the amount of funding awarded by NIH. Federal and private research grants and contracts at UMMS rose from about $2 million in 1977 to more than $240 million in most recent reported figures, making it one of the fastest-growing research institutions in the U.S.
UMMS is on the leading edge of medical research in human disease and treatment and is a major force in both basic and clinical research. Among the many areas of concentration are: AIDS, bone cell biology, cancer, diabetes, gene function and expression, molecular genetics, and RNAi.
The Medical School and the UMass Memorial Health Care system, collectively the largest employers in the region, take seriously their respective aligned missions to identify and attract leaders and staff at all levels of the organizations who bring diversity to their workforces. The organizations have each made it a key priority to recruit and retain diverse talent to enhance their missions of patient care, teaching, and research.
The second-largest city in New England, Worcester, Massachusetts, is located in the heart of the Commonwealth of Massachusetts and New England. A five-time recipient of the All-American City Award, Worcester offers its residents the resources and attractions of a metropolis, balanced with the more intimate, livable scale of a mid-sized city.
With a population of more than 181,000 people, Worcester is home to 10 colleges and universities (a half-dozen more in neighboring communities), including the University of Massachusetts Medical School, Worcester Polytechnic Institute, Assumption College, College of the Holy Cross, Clark University, and the Massachusetts College of Pharmacy and Health Sciences.
Worcester is a richly diverse city made up of many communities. According to recent census data, Worcester’s population is approximately: 21% Hispanic/Latino; 6% Asian; 11.6% Black or African American; 4% two or more races; 69% white; and 22% foreign born [some may identify with more than one category]. The Human Rights Campaign gave Worcester a perfect score in 2014 for Municipal law and policy protections for its LGBT population.
Thirty-eight percent of all jobs in the city are in the education and medical fields. Over 36 percent of residents between the ages of 25 and 34 have a bachelor’s or post-graduate degree, placing Worcester among the leaders of all New England cities. This concentration of intellectual capital and proximities to excellent medical facilities and teaching hospitals has helped Worcester to become a recognized center for research and development in biotechnology and the life sciences. The Biotechnology Research Park, located next to the medical school and the Bioengineering Institute in Gateway Park near WPI, are centers for biotechnology research in the city.
The Worcester Art Museum, Mechanics Hall (a historic concert hall) and the Hanover Center anchor cultural opportunities within the city. The DCU Center is home to the Worcester Railers, an American Hockey League franchise.
Worcester is located one hour away from Boston, Providence and Hartford, and less than two hours from Cape Cod, the Berkshires, and ski areas in southern Vermont. The Central Massachusetts region includes many cities and towns with suburban and rural neighborhoods. With its affordable housing relative to the Boston market, quality public and private schools, access to diverse arts, sports, restaurants and entertainment, Worcester and the surrounding towns offer residents the best of both large- and small-city living.
About the Search
UMass Memorial Medical Center is conducting a national search with the assistance of Helbling & Associates (www.helblingsearch.com), an executive search firm specializing in areas of facilities management, construction, engineering, and real estate development.
Please Submit Applications or Nominations to:
Mr. Joseph “Joe” F. Wargo, Senior Managing Consultant
UMass Memorial believes that diversity and inclusion are essential to our mission of becoming the Best Place to Give Care and the Best Place to Get Care. UMass Memorial is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or gender expression, national origin, marital status, disability or protected veteran status.